Guest Experience Manager – Front Office & Overnight Ops

IHG Hotels & Resorts; Hong Kong; On-site; HKD 420,000 - 620,000; Full time

Job summary

Kimpton Tsim Sha Tsui Hong Kong is seeking a Guest Services Manager to lead the front office and deliver personalised hospitality experiences.

You will act as Manager on Duty during overnight shifts, delivering the Kimpton Guest Journey and handling complex guest requests with poise and care.

Collaborating across departments, you will ensure safety, guest loyalty, and optimal occupancy while maintaining the highest standards of service and personal recognition.

Qualifications

• Minimum 5 years in hotel front office/guest service.
• 2+ years in a supervisory role.
• Bachelor's degree in hospitality management or equivalent.
• Fluent in English and Chinese (Cantonese & Mandarin).

Responsibilities

• Acting as Manager on Duty during the overnight shift.
• Delivering a bespoke guest experience based on Kimpton Journey.
• Drive guest engagement and loyalty through personalised service.
• Manage daily operations and resolve guest feedback promptly.
• Collaborate with departments to ensure service excellence.
• Conduct regular safety patrols and support security.
• Handle emergencies in absence of senior management.
• Maintain cross-department communication for seamless service.
• Maximise occupancy, revenue and average rate while maintaining service.

Skills

Service mindset

Interpersonal skills

Communication skills

Problem solving

Coaching

Education

Bachelor's degree in hospitality management

Tools

Opera

Microsoft Office

Quore

JDS

Job description

Kimpton Tsim Sha Tsui Hong Kong is seeking a Guest Services Manager to lead the front office and deliver personalised hospitality experiences.

You will act as Manager on Duty during overnight shifts, delivering the Kimpton Guest Journey and handling complex guest requests with poise and care.

Collaborating across departments, you will ensure safety, guest loyalty, and optimal occupancy while maintaining the highest standards of service and personal recognition.